The All India Institute of Medical Sciences (AIIMS), Delhi has taken various measures to safeguard patients from exploitation or fleecing by unauthorized individuals.

Dr M Srinivas, Director of AIIMS, Delhi said, “It has come to our attention during interactions with patients and their relatives that some individuals, masquerading as facilitators, are exploiting vulnerable patients by offering dubious services, medications, or referrals outside the premises of AIIMS, New Delhi. These unscrupulous practices are detrimental to patient welfare and undermine the integrity of our institution.’’

He said the well-being and trust of the patients are paramount.

The special measures that are being initiated in a mission mode to eradicate this menace include establishment of a dedicated WhatsApp complaint line.

A dedicated WhatsApp number, ‘9355023969’, will be operationalized by 29 th February, 2024, exclusively for the reporting of incidents related to patient exploitation, including instances of soliciting bribes. This number will be prominently displayed in English and Hindi across all areas of the institution, including OPDs, wards, waiting areas, stores, and pharmacies, as per the AIIMS.

The security department will monitor this number 24×7. Upon receiving a complaint, a rapid response team will be dispatched for immediate verification. Genuine complaints will be swiftly addressed, and a detailed log of all complaints and actions taken will be maintained, the premier institute said.

The AIIMS said ensuring a tout-free and bribe-free environment is the collective responsibility of every staff member.

“In cases where patient exploitation is verified, swift action will be taken, including relieving outsourced security staff from duty and suspending regular AIIMS security staff pending investigation. Additionally, accountability measures will be enforced against those responsible for supervisory oversight in the respective areas,” it said.

Meanwhile, Dr Rima Dada, Professor in charge of the Media Cell said, “We are committed to ensuring a safe and transparent environment where patients receive the highest standards of care without fear of exploitation. These measures underscore our unwavering dedication to upholding the principles of integrity and patient-centric care.”